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Join a leading travel company with a high-performing contact centre that delivers exceptional service and sales support to customers worldwide. We are seeking an experienced Quality & Performance Manager to lead our contact centre QA function, ensuring service excellence, sales conversion optimisation, and compliance across all inbound and outbound sales calls.
Key Responsibilities
Monitor, evaluate, and score inbound/outbound sales calls against defined quality and performance standards
Provide constructive feedback, coaching, and guidance to sales agents to improve call quality, objection handling, and conversion rates
Track, analyse, and report on QA performance metrics to identify trends, training needs, and process improvements
Ensure all calls comply with company policies, sales scripts, and regulatory guidelines
Work closely with Sales, Operations, and Training teams to develop improvement plans and drive consistent service quality
Recommend process enhancements and best practices to boost customer experience and sales performance
Prepare and present detailed QA and performance reports to senior management
Requirements
Proven experience in Quality Assurance, Sales Coaching, or Team Performance Management within a sales-driven or travel industry contact centre
Strong understanding of sales processes, conversion optimisation, and objection handling techniques
Excellent communication, coaching, and interpersonal skills
High attention to detail with strong analytical and problem-solving abilities
Proficiency in CRM systems, call monitoring tools, and performance reporting
Ability to work effectively in a fast-paced, target-driven environment
Salary & Benefits
Competitive salary and performance incentives
Career growth opportunities within a leading travel brand
Supportive and dynamic work environment
If you are interested, please send your CV to or apply below.
